SUSSEX_ES - Customer Service Specialist-Retention Temporary

SUMMARY

Achēv Customer Service Specialist-Retention for Peel Employment Ontario will provide follow up activities and documentation for the Employment Services program. Reporting to the Employment Services Coordinator-Retention, the Customer Service Specialist-Retention will be responsible for contacting assigned clients, data entry, updating notes, collecting and processing documentation as required by the program. At this time, this is a Work from Home opportunity with flexibility required to attend work in office as required by the program. Hours of work will be 35 per assigned week (5 days) which includes Saturday. Training and onboarding will be in person, on-site 8:30 to 4:30 (for minimum 2 weeks).

DUTIES AND RESPONSIBILITIES

• Maintain frequent contact with clients using phone, emails, video, text messaging options to track their progress including scheduling timely follow up activities as per funder requirements including but not limited to 3,6,12 month assigned check points
• Enthusiastically engage with clients using Customer Service Principles to achieve performance-based funding and program targets and established reporting deadlines
• Quickly assess clients needs and regularly discuss clients process and status with retention coordinator and colleagues for additional support and referrals as needed
• Utilize the client/data management system for tracking clients scheduled check points activities including entering case notes, collecting and verifying documentation for claim submission
• Collect, review, data entry and evaluate client information and service information with reference to Service Delivery Guidelines
• Assist with quality control of client files by verifying accuracy of data entered and notifying coordinator of discrepancies/concerns
• Update client tracker and initiate incentives, provide statistical reporting
• Complete file closures data entry requirement on approval
• Provide support and appropriate referrals to clients who identify as needing additional job retention coaching support
• Inform clients of the online tools and resources available to support work sustainability
• Provide general information and resources on job search strategies, workplace expectations, improve integration and any changes in a workplace setting
• Perform additional duties as assigned

QUALIFICATIONS

• Some post-secondary education or additional training is preferred or demonstrated skills and experience
• Minimum 2+ years of customer service and data entry experience in a fast-paced professional environment handling multiple priorities
• Demonstrated ability to work with marginalized/diverse groups including: barriered youth, newcomer, aboriginal persons, persons with disabilities, persons with mental health and addictions issues
• Excellent technology skills (MS Office Suite, DocuSign, Adobe Acrobat, , etc.), experience using client/customer databases and aptitude to learn new technologies autonomously
• Excellent communication skills, both verbal and written
• Ability to follow guidelines and procedures for standardized outputs
• Proven ability to act professionally and maintain confidentiality, ensuring sensitivity to the needs and interests of project stakeholders
• Proven organizational skills coupled with the ability to handle multiple tasks, meet deadlines, and report on the status of work when requested
• Proven ability to apply sound judgement and work with limited supervision
• Not-for-profit or settlement sector experience an asset